On the face of it, your experience of receiving IT support seems pretty straightforward, doesn’t it?
When something isn’t working quite right with your computer or software, you get in touch with your IT support team or department to sort the issue out. And depending on the complexity of the issue, they will either sort it there and then, or a support ticket is raised and then dealt with as soon as possible working to agreed SLAs.
This is quite a standard scenario, and one that many of us have experienced. But as a technology business, we do all that we can to ensure that you don’t actually need to contact us in the first place.
Our value-add approach to proactive IT support
There are plenty of activities that will be evident to you, but so much goes on behind the scenes that you won’t necessarily be aware of. To illustrate this, we have developed our iceberg graphic. This clearly shows those activities that you will experience and those that you will not.
And the activities that you don’t see us undertake are numerous.
From cyber security procedures and checks, appropriate hardware and software procurement and set-up, optimising the performance of your infrastructure and out of hour updates to ensure minimum disruption, through to software licence management, vulnerability checks and remote monitoring and management.
Everything we do is to ensure that your IT works as effectively for you as possible.
Remote Monitoring & Management
We also use various Remote Monitoring & Management tools to help us optimise the performance of your technology infrastructure.
Each tool that we utilise helps to ensure that your business uses its IT resources as efficiently as possible, with the ultimate objectives being to reduce downtime, improve security, increase productivity and reduce costs and waste.
We also adhere to the principles of the Circular Economy, a model of production and consumption that involves the sharing, leasing, reusing, repairing, refurbishing and recycling of technology assets as long as possible. This in turn leads to a reduction in the use of resources and less waste.
So what does all this mean for you?
The benefits that we deliver with our comprehensive approach are numerous, as the graphic below illustrates.
And our client retention and service level statistics are testament to how seriously and successfully we undertake our responsibilities.
Embracing client feedback
But we are never complacent.
We encourage feedback from our clients at every opportunity, including at our review meetings, on-site IT surgeries and via a dedicated feedback form readily accessible via our website, e-newsletters and e-signatures.
This helps us to understand what is important to our clients and we’ve built our proposition on these factors – hence our success.
In addition, every year we undertake a Net Promotor Score (NPS) survey with our client base asking the question: “On a scale of 1 to 10, how likely are you to recommend us to a friend or colleague?”
And when you compare the results of our two latest surveys, we have improved, which is our ultimate aim.
So next time you pick up the phone or raise a ticket to log an issue, do you have peace of mind that your IT support partner or department has done all that they can to ensure that the issue didn’t occur in the first place?
